5 ways to use social media for solution marketing

It’s easy to get caught up in the buzz, and the hype, around social media. I’ve been working with many B2B companies to help them figure out when and how to use social media in their business. The answer is always a bit different depending on the product or service. One area that few […]

Social Media – the Next Frontier!

Many BtoB organizations these days are spending time and money to listen to the conversations that are happening about their brand […]

Paul Dunay joins Networked Insights as the CMO

Almost 5 years ago I started this blog with the notion exploring the changing definition of Buzz Marketing in light of this new thing I saw on the horizon called “Social Media”. […]

FOUND the ROI of Social Media for B2B Marketers!

I think it is fair to say that Social Media has hit the mainstream these days but the big concern on every B2B Marketers mind has been where is the ROI? As a result I hear of many Social “science experiments” going on across several organizations that may or may not yield the results the […]

Social Customer Support: AT&T is doing it Right!

I have been an avid iPhone user almost since the day it came out. I just had to have one and it killed me that it took a week to get one when it first hit the market. I love everything about the iPhone except the fact that it has been hard to actually use […]

B2B Marketing needs to Curate a Vibrant Community

If you ask the members of my leadership team – they will tell you I keep talking about how I think we have B2B Marketing backward.

Let me explain …

We focus a lot of energy on the acquisition part of marketing looking for new customers and getting them up the awareness to consideration to […]

Getting a customer is not the end goal it’s the middle

In a recent speech by Josh Bernoff of Forrester Research at the ITSMA Marketing Leadership forum it occurred to me that customer acquisition is no longer an “end state” for marketers its somewhere in the middle. Let me explain …

Many marketers focus their efforts on the customer acquisition angle which has the benefit of […]

Social Customer Support delivers Strong ROI

In a recent poll by the TSIA of firms using social media – 68% of companies don’t know or can’t measure the ROI of social media. Which is a real shame and if that’s the case for you I would argue that you are focusing your social media efforts in the wrong place!

Certainly […]

Social Media and the Contact Center for Dummies (Wiley)

One of the biggest challenges for organizations today is managing the flow of information about their brands, products, and services that occurs in social media channels, including microblogs (such as Twitter), social networking sites (such as Facebook), blogs, and online forums.

More than ever, consumers use social media to spread the word about the brands […]

Customer Service is the New Marketing

Zappos was founded in 1999 and sold to Amazon for $1.2 Billion Dollars just barely over ten years later. Zappos is powered by its customer service and was built on the premise of WOWing each and every customer. It’s that WOW or should I say WOM that enhanced the value of their marketing and attracted […]